What are the responsibilities and job description for the IT Support Specialist position at UMortgage?
Description
About UMortgage
At UMortgage, we have a customer-centric, service-based approach. We primarily focus on home purchases, providing an emphasis on consumer education, real estate agent relationships, and a personalized experience for home buyers. Our goal is to empower our team members to provide a best-in-class experience at all times while prioritizing long-lasting relationships.
We're committed to empowering our team members with the technology, tools, and support they need to succeed. We are looking for a proactive, customer-focused IT Support Specialist to join our growing Technology team. This role is ideal for someone who enjoys solving technical challenges, supporting end users, and contributing to a fast-paced, high-growth organization.
Position Summary
The IT Support Specialist serves as the first point of contact for team members seeking technical assistance and support. This role is responsible for onboarding and offboarding technology processes, troubleshooting hardware and software issues, maintaining technology inventory, and ensuring team members have the tools they need to work efficiently. The ideal candidate is organized, solutions-oriented, and committed to delivering strong customer service in a fast-paced environment.
Requirements
Key Responsibilities
Required
About UMortgage
At UMortgage, we have a customer-centric, service-based approach. We primarily focus on home purchases, providing an emphasis on consumer education, real estate agent relationships, and a personalized experience for home buyers. Our goal is to empower our team members to provide a best-in-class experience at all times while prioritizing long-lasting relationships.
We're committed to empowering our team members with the technology, tools, and support they need to succeed. We are looking for a proactive, customer-focused IT Support Specialist to join our growing Technology team. This role is ideal for someone who enjoys solving technical challenges, supporting end users, and contributing to a fast-paced, high-growth organization.
Position Summary
The IT Support Specialist serves as the first point of contact for team members seeking technical assistance and support. This role is responsible for onboarding and offboarding technology processes, troubleshooting hardware and software issues, maintaining technology inventory, and ensuring team members have the tools they need to work efficiently. The ideal candidate is organized, solutions-oriented, and committed to delivering strong customer service in a fast-paced environment.
Requirements
Key Responsibilities
- Manage all technology onboarding and account provisioning for new team members across UMortgage branches and corporate departments.
- Coordinate technology offboarding processes, including account deactivation and equipment recovery.
- Provide Tier 1 technical support for hardware, software, and system-related issues.
- Diagnose and resolve issues involving computers, internet connectivity, email, login credentials, and business applications.
- Assist with Tier 2 support escalations as needed.
- Serve as the primary point of contact for team members regarding technology-related questions and support requests.
- Document support requests, troubleshooting steps, and resolutions in ticketing systems.
- Coordinate with external vendors to resolve issues that cannot be handled internally.
- Set up, configure, and deploy company-issued equipment including laptops, monitors, phones, and accessories.
- Provide basic training and guidance to team members on internal systems and tools.
- Maintain accurate inventory of all IT equipment and assigned assets.
- Support technology projects and additional responsibilities as assigned.
Required
- Minimum of 1 year of IT support, help desk, or related technical experience.
- Strong customer service and interpersonal communication skills.
- Experience supporting Windows-based PCs (required).
- Familiarity with ticketing systems and IT support workflows.
- Strong troubleshooting and problem-solving skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Excellent written and verbal communication skills.
- Strong attention to detail and ability to work independently with minimal supervision.
- Ability and willingness to work full-time, in person on-site as required,
- Experience supporting macOS environments (Mac experience is a plus).
- Exposure to Microsoft-based environments (e.g., user administration, email systems, or cloud platforms) is a plus, but not required.
- Previous experience in onboarding/offboarding employees in a corporate IT environment.
- Health benefits.
- Dental Benefits.
- Vision Benefits.
- FSA/HSA accounts.
- 401k/ Roth IRA.
- 17 Days of PTO, 7 Federal Holidays and 2 Floating Holidays.
- Working with one of the top 100 fastest growing companies in America, ranked #88 on the Inc. 5000 list for 2024.
- Working with teams and offices across the US.
- Our “Get Better Everyday” Culture.